Return & Refund Policy
At Saxilzora, we want every customer to enjoy a smooth and trustworthy shopping experience. If your purchase does not meet your expectations, this policy explains how return requests, refunds, and order cancellations are handled.
1. Return Period
Customers may request a return within 30 calendar days from the date the order is delivered.
To qualify for a return, the item must:
Be unused and kept in its original condition.
Be free from damage caused after delivery.
Include all original packaging, labels, tags, accessories, manuals, and included parts.
Be supported by valid proof of purchase.
Be approved through our return request process before being shipped back.
Items returned without prior approval may be delayed, refused, or sent back to the customer.
2. How to Request a Return
To start a return request, please contact our customer support team and provide the following details:
Your order number
The item or items you would like to return
The reason for the return
Clear photographs, if the return relates to damage, defects, or an incorrect item
After your request has been reviewed, we will send you the appropriate return instructions. Please do not return any product before receiving confirmation from Saxilzora.
3. Damaged, Defective, or Incorrect Products
If your order arrives damaged, defective, or includes the wrong product, please contact us within 7 days of delivery.
To help us resolve the issue efficiently, please include:
Your order reference number
A clear description of the issue
Photographs of the product
Photographs of the packaging, if applicable
Depending on the situation, Saxilzora may offer:
A replacement product
A full refund
A partial refund
Another suitable resolution
4. Items Excluded From Returns
Certain products may not be eligible for return unless required by applicable law. These may include:
Personalized products
Custom-made items
Products made according to customer specifications
Items showing signs of use, wear, washing, damage, or modification
Products returned without essential original packaging, accessories, or tags
Promotional, clearance, liquidation, or final-sale items clearly marked as non-returnable at the time of purchase
5. Product Exchanges
Saxilzora currently does not offer direct product exchanges.
If you would like a different item, size, color, or model, you may return an eligible product for a refund and place a new order separately.
6. EU Consumer Withdrawal Rights
Customers residing within the European Union may have the legal right to withdraw from a purchase within 14 days of receiving their order without providing a reason.
To exercise this right, customers must notify Saxilzora before the withdrawal period expires. Returned goods must be sent back in accordance with applicable consumer protection laws and must meet the required return conditions where legally applicable.
7. Return Shipping Responsibility
Return shipping costs are generally the responsibility of the customer unless the return is caused by:
A manufacturing defect
Damage during delivery
An incorrect product supplied by Saxilzora
For all returns, we strongly recommend using a tracked shipping service with delivery confirmation. Saxilzora cannot be held responsible for returned packages that are lost, delayed, or damaged during return transit.
8. Refund Review and Processing
Once we receive the returned product, our team will inspect it to confirm whether it meets the return requirements.
After inspection, we will notify you of the outcome of your refund request.
If approved, refunds will be issued:
To the original payment method used at checkout whenever possible.
In the original transaction currency where possible.
Within approximately 10 business days after approval.
Please note that banks, card issuers, and payment providers may require additional processing time before the refund appears in your account.
9. Missing or Delayed Refunds
If your approved refund has not appeared after 15 business days, please take the following steps:
Check your bank account again.
Contact your card issuer, bank, or payment provider.
Contact Saxilzora customer support for further assistance.
10. Order Cancellation Policy
Orders may be cancelled only before they enter the fulfillment or shipping stage.
If you wish to cancel an order, please contact us as soon as possible after placing your purchase. Once an order has been dispatched, cancellation may no longer be possible, and the standard return process will apply.
11. Contact Details
For returns, refunds, cancellations, or order-related assistance, please contact us:
Company Name: Saxilzora
Business Owner: Stefanie Evelin Puritscher
KvK Number: 64420443
Address:
Van Walbeeckstraat 109
1058 CR Amsterdam
Netherlands
Phone: +31 613 452 300
Email: support@Saxilzora.com
Saxilzora is committed to reviewing return and refund requests fairly, professionally, and in accordance with applicable consumer protection legislation.